We use Freshdesk for multiple departments in the company. Not all departments are customer facing and we only want the ticket types for customer facing issues to be displayed on the portal. How do I hide a specific ticket type from customers on the portal?
Yes, you can customize the fields that should be visible only to your customers.
If you'd like to hide certain fields from the customers, you could do that with the help of the portal customization feature. This would allow you to hide the fields based on your requirements. In case some are mandatory fields, you'd have to pass a dummy value to it before hiding them from the portal.